Experience Research Services That Turn Customer, Employee, and User Feedback Into Action
apc helps organizations understand what customers, employees, and users are actually experiencing across physical, digital, and service channels. Our experience research services are built for organizations that need more than raw data. They need credible insight, thoughtful analysis, and practical guidance they can use to improve performance, strengthen loyalty, reduce friction, and make smarter strategic decisions.
For nearly 30 years, apc has supported public- and private-sector organizations with customized customer experience, employee experience, and user experience research. We combine methodological rigor with a high-touch, consultative approach so clients receive research that is tailored to their goals, structure, audience, and operating environment rather than a one-size-fits-all solution.
Research Built Around the Questions You Need to Answer
apc starts with the business problem, not the method. We work with clients to define what they need to understand, whose voice needs to be captured, and what decisions the research should inform. From there, we design the right mix of methods around the client’s goals, timeline, audience, and environment.
- Customer Experience Research: Survey programs, journey insight, mystery shopping, and qualitative research designed to help organizations improve satisfaction, trust, effort, and loyalty. Learn more about Survey Research, Mystery Shopping, and Online Focus Groups.
- Employee Experience Research: Workforce listening and employee insight programs designed to help leaders understand engagement, communication, culture, and manager effectiveness. Explore Employee Engagement Surveys and related Executive Coaching or development solutions.
- User Experience Research: Usability testing and digital-experience research that improve websites, portals, applications, forms, and self-service environments. Visit User Experience Testing for more.
- Market and Competitive Insight: Competitive benchmarking and market insight engagements that help organizations understand their position, competitors, and emerging expectations. Learn more about Competitive Intelligence and Market Insights.
What Experience Research Helps You Improve
- Identify the drivers of satisfaction, trust, loyalty, effort, or churn.
- Understand employee perceptions, cultural friction, communication gaps, and manager-impact areas.
- Improve websites, digital journeys, forms, portals, and self-service tools.
- Evaluate service consistency across branches, locations, contact centers, departments, or channels.
- Benchmark performance and positioning against peers or competitors.
- Prioritize improvements based on evidence rather than assumptions.
- Support stronger decisions related to customer experience, employee experience, usability, and organizational performance.
Industries and Audiences We Serve
- Banks and credit unions
- Government agencies and resident-facing organizations
- Colleges and universities
- Healthcare and patient-facing service organizations
- Retail, hospitality, and multi-location service businesses
- B2B and professional service firms
- Organizations seeking to improve customer, employee, or digital experiences at scale
Frequently Asked Questions
What types of experience research does apc provide?
apc provides customer survey research, employee experience research, UX testing, mystery shopping, and online qualitative research. We can also combine methods when a single approach will not fully answer the question.
How do we know which research method is right for us?
That depends on what you need to learn. Surveys are useful for measurement at scale, qualitative methods add context and explanation, UX testing reveals behavioral friction, and mystery shopping evaluates execution against defined standards. We help clients choose the right fit.
Can apc support both customer and employee research?
Yes. One of apc’s strengths is the ability to support both customer and employee experience work, which is often important because service, culture, and process issues are closely connected.
Do you only provide findings, or do you also help with action planning?
We do both. apc designs research to support action and can also help clients interpret findings, prioritize next steps, and connect results to related services such as training, coaching, or leadership development.
Need to understand what your customers, employees, or users are really experiencing? Let’s talk about the right research strategy for your goals.
